2. 2
Take e-mail writing seriously
Despite ease and informality of
preparing e-mails, need to always be
professional
Consider e-mails formal documents
Don’t assume privacy
3. 3
E-mails may be official records
Does the substance of the e-mail relate to
your company / your business?
Does the e-mail explain, justify, or document
an action or decision?
Do you need to take an official action?
Will the e-mail be released outside your
organization?
4. 4
E-mails may be subject to e-discovery
E-discovery is any process in which
electronic data is sought and obtained with
the intent of using it as evidence in a civil or
criminal case.
It can be court ordered.
It can result in an e-mail being released
outside your company even if not intended.
It can be done on your computer or through
your company’s network.
5. 5
Is this e-mail necessary?
Does this need to be put in writing?
Could you just pick up the phone or visit
the person?
How urgent is it?
Is it too complicated for an e-mail?
Is it too “delicate” for an e-mail?
Are you sending out too many e-mails?
6. 6
Know your objective before
writing
Why are you writing this e-mail?
What exactly do you want this e-mail
to accomplish?
7. 7
Basically three types of
business e-mails
Ones that provide information
“I’ll provide the report by Monday.”
Ones that request information
“What action do you think we should take?”
Ones that request action
“Please approve the report by Monday.”
8. 8
Consider the audience
What is the relationship between the writer
and audience?
Boss to subordinate? Subordinate to boss?
Someone in the company? The public?
A client?
Is the audience general or specific?
Are you using the correct name (spelling)?
9. 9
Subject line: Make it powerful
Grab attention
Make recipient want to open your e-mail
Set accurate expectations (be honest)
Keep it short
Use a sufficiently descriptive subject line
that makes it easier to find later.
Should subject line be entire message?
10. 10
Subject lines – Examples
Ineffective Better
Database Meeting Feb. 28 to discuss
database problems
When do you think we
should hold the meeting?
Wednesday? Thursday?
Next Week?
Meeting time needs to be
scheduled.
Employee association
event underway
The pretzels are here!
11. 11
Keep your message short
Try to keep on one screen
Minimize the need to scroll
Messages longer than one screen
often aren’t read right away, if at all.
Keep paragraphs short – 3-4 lines
Have space between paragraphs
Consider Blackberry users
12. 12
Get right to the point
State purpose in first (topic) sentence
(action needed, FYI, etc.)
Make it clear exactly what recipient
needs to do
Don’t assume recipient will read entire
message (provide background last)
13. 13
Getting to the point –
Ineffective example
Subject: Please Send Used EPA Documents
“Once again, as the end of the year approaches, the
number of retirement announcements increases.
Not only will our colleagues be missed for their
company, but also for their experience and
knowledge. In an effort to preserve as much of the
latter as possible, our documents office welcomes
donations of EPA reports, guidance documents,
directives, and other work products as office and
cubicles are cleared.”
14. 14
Getting to the point –
Better example
Subject: Please Send Used EPA Documents
“Retiring soon? If so, please consider donating
your EPA reports, guidance documents, directives,
and other work products to the documents office as
you clear your office or cubicle.”
15. 15
Clearly identify responsible parties:
Who must do what
Be as specific as possible
Provide enough information to avoid
back-and-forth e-mails
Avoid improper actions, duplications,
and “dropped balls”
Use active voice
16. 16
Clearly identifying – Examples
Ineffective example
“The procedure needs to be written by Friday.”
Better example
“Please write the procedure by Friday.”
17. 17
Use newspaper 5 “W” principles
Who
What
Where
When
Why
How
18. 18
Edit and proofread carefully
Reread your message before sending
Edit for both language and content
May want to print out and read hard
copy before sending
Use “spell-check” but don’t rely
completely on it
19. 19
Don’t be confrontational
Avoid creating an adversarial relationship
Be polite – say “please” and “thank you”
Calm down before responding to
confrontational or offensive messages
When in doubt, ask a colleague to review
before sending
21. 21
Avoid “cute” artwork
Can be annoying and distracting
Can take up a lot of network space
May overload recipients’ mailboxes
22. 22
Use attachments wisely
Primarily use attachment to transmit
a formal, separate document
Consider cutting and pasting
pertinent information into e-mail
Omit attachment from replies to the
original transmission unless needed
23. 23
Always be professional, courteous, and
respectful
E-mails should:
Be written in a professional manner
Reflect well on your company and its values
Accurately state the facts
Only express opinions if qualified to do so
Consider how others “read” what you write
24. 24
Contact Information
Gary Sternberg
Publications Coordinator
U.S. Environmental Protection Agency
Office of Inspector General
1650 Arch Street, 3rd Floor
Philadelphia, PA 19103
215-814-5631
sternberg.gary@epa.gov